paul-uk.com Reviews 

Appalling service at PAUL’s Edgware Road/Marble Arch branch, followed by head/CEO office demonstrating how to make matters worse.

My complaint concerned both the sales assistant’s conduct towards me and the handling of my request for help reading small-print ingredient information. Head office acknowledged shortcomings in the service and its subsequent communication. After several exchanges and a senior-management review, the grand result was an apology and a closed complaint.

Clear investigation findings? Still unclear. Concrete improvements? Little detail beyond reminding staff of expectations. A goodwill gesture to rebuild customer confidence? None offered.

Apparently, recognising that an apology may not be enough does not prevent head office from offering precisely that and calling the matter complete.

Coffee is quite nice; customer service atrocious.

I visit the Canary Wharf cafe nearly every day. Staff always look miserable and unhelpful at best.

Also the Paul App stopped working all of a sudden; the Apo provider Neal Street Technologies want a copy of my passport to unblock the access; looks like I will not be providing key personal data to a loyalty app. What do they think people are going to do? Run away with a bunch of buns!

Tables not cleared, floor strewn with napkins and overfilled bins, makes Paul in 40 Lower Thames Street an unpleasant stay. I asked for a damp cloth to wipe the tables we wanted to sit at and a staff member came along with dry paper towels. So I went into the lavatory area to dampen said paper towels and wipe the tables myself. Incompetent or untrained? Maybe both!

Bonjour.this is purely a personal viewpoint based on my own experience.i did not buy or eat the 2 new Raymond blanc special baguettes but I saw one of each under the glass.i think they were about 8.50 each.the bread looked rather plain inside I could make out a rather small covering of some sort of sauce,some bits of chicken,some curled greenery of some kind,that......was listed on ingredients.the baguettes were fairly short about 6 inches long.sorry I felt it didn't look very appetising.my reaction was I could have perhaps produced something reasonably similar at home!this was the end of the day and these hadn't sold.i was personally reminded of the old cliche British rail sandwiches !also I have experienced the strange service mentioned by other reviewers...they don't take cash and setting up a card payment can seem like a tiresome chore to some staff.communication is odd.i dont think all these staff are french they seem more something like albanian etc to me!I spoke in french it had no effect.maybe the actual cakes etc are properly french staff produced?

Cake was good quality, but expensive. One staff member was rude for no reason. Basic manners cost nothing, rudeness costs future sales.

The chicken roll was very fresh with a delightful subtle mustard. Great food at an affordable price

My husband and I purchased the worst coffee ever - it was basically just coffee coloured scalding hot water and cost us almost €10. I wrote a letter to Paul’s customer service as constructive feedback and have not even had a response. Customer satisfaction clearly isn’t a priority for Paul’s with such high prices and poor quality offerings. I won’t be purchasing anything from Paul’s again.

Rude staff and stale old baguette from the Baker St branch.
I went to pick up my coffee and just innocently asked if there was milk - “ yes, yes, yes it’s coming!!” with a face like I just asked an outrageous request. Wow, so rude. Wasn’t the first time you forgot something from an order so I just wanted to make sure. The lady with black glassses who serves in this branch has a huge issue with other people it seems.
The baguette was so stale and hard it’s an insult to go here. Well done - you lost another customer.

Customer service agents refused to provide a list of what cakes and pastries they have which are vegetarian. This is a dietary requirement and there refusal to provide this is absolutely shocking. They would only provide a link that was for the big cakes only.

DO NOT Use Paul's. I ordered £152 of sandwiches including £15 for guaranteed one hour slot delivery.
They arrived 2 hours late and had to be thrown away as the function had finished. Their gesture was to refund the delivery fee and give £30 of store credit. Service provided by Mathew in customer support was equally as bad. AVOiD.

Tried to put an order through for collection or delivery, either is fine, I literally just want you to take my money.

Everytime at checkout it would say "Card Declined by bank". Tried making a purchase from another company on another website, no issue. Called the bank, no issue with the card.

So it's a website issue, conveniently right before the midday cut off for next day delivery.

We ordered a cake for our daughter who was turning 11years old . The cake was delicious but what really meant the world was the staff being so polite and kind . In particular Brianca made my daughter ‘s day by wishing her a lovely birthday and gifting a couple of chouquettes which had been admired . It was such a thoughtful and kind gesture . My daughter was ever so grateful and still talks about Brianca’s big heart and generosity . It is the staff and kind hearted people working at Paul what makes the magic . Many thanks

Absolutely unacceptable experience with Deliveroo.
I placed an order from PAUL, and what I received was shocking. The bread was wet, and the macaron arrived soaked in some kind of liquid, which is completely unacceptable for food that is supposed to be fresh and properly handled.
To make matters worse, the packaging was not properly sealed, which raises serious food safety concerns.
I immediately contacted Deliveroo and provided full photo evidence, yet they refused to take responsibility. Instead of issuing a full refund, they kept offering partial refunds and account credit, ignoring the actual issue.
After multiple attempts to resolve this, they still refused to refund the full amount. This is extremely disappointing and shows a lack of respect for customers and basic consumer rights.
Customers should not have to argue to receive a proper refund when the food is clearly in unacceptable condition.

I’m honestly really annoyed about this. My order got delivered to the wrong address right before my friend’s birthday, so instead of getting ready, we had to go around the neighbourhood trying to find it. There was no phone number to call either, just email which made it even more stressful. Luckily, our neighbour brought it back in the end.

And on top of all that, the cake was good but the bread was so hard it wasn’t even edible. Definitely not ordering from them again.

I had he worst experience recently with staff made me feel so embarrassed as I had voucher and looked at me as if like I was lower than the rest and the pastries taste days old , honestly Greggs is much cheaper fresher and they always look excited when a customers walk in

I personally love this store in Kingston
The bakery item a lots to choose for and size just perfect good , specially the strawberry ones , I try most everything and did mark down which ones I love the most …
The answer for my own personal thinking
is the croissant and any strawberry ones

There always full of customers and
I guess we don’t mind to waits as long as we love the foods choice and drinks … ways to go

Today I bought two strawberries (pies)
Yummy…. SANDiTA she help packed the foods for me and I just want to say ….. I really enjoyed it all
Ways to good ….. thanks again

One star is too much to give … I’ve never experienced such rudeness from, of all people, a woman supervisor in Paul’s on Marylebone high st ..none of the staff would give me her name even when I explained how rude & brash she was towards me …this woman should know better in treating customers like trash…I hope the powers of be read my comment as it’s no use going to head office as good customer service doesn’t exist with them either… I will never ever enter this establishment again… looking at the other reviews, I don’t feel guilty in posting this 0/10 this company just don’t care !!!!!!

Bought cakes as a treat which turned out to be stale and gone off cakes worth a lot of £££ at Canary Wharf (Canada Square)

Oxford circus branch is very nice. The manager is very good and she knows the regular customers which is nice